Excellent return for the investment
March 22, 2019
Excellent return for the investment
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Our organization uses Oracle Service Cloud to manage and interact with our client data, manage transactions, and gather insight for our operations teams. The difference between OSC and our previous customer management tools has been night and day. Oracle Service Cloud allows for seamless customization, complex automation, and a simplified user experience -- all of which drastically improves our handle times, our accuracy, and our client satisfaction ratings.
- Complex automation allows users to spend their time on what matters
- Seamless integrations allow for a simplified single-session user experience
- Increased processing speeds and customizable UI creates a smooth and natural flow for users
- The email management functionality could use some attention; especially around managing replies from multiple parties
- There are a handful of limitations in terms of automation rules and UI workflows
- OSC has had a significant positive impact on our teams' handling times, our error rates, and our overall client satisfaction.